Responsibilities:

• To provide daily operation, technical support and troubleshooting services to end-users in a proactive and professional manner
• To take ownership of each case in a professional, consistent, and efficient manner.
• To provide an optimum service to our clients, commit to the expectation, and maintain customer productivity and satisfaction.
• To act as a single point of contact for clients on escalation matters.
• To participate on technical documentation and knowledge base sharing.
• To participate on desktop related projects.
• To participate on L3 meetings.
• Base on priority, handle cases from L1 helpdesk, and set client expectation.
• Identify root caused, and provide technical sharing, advice and guidance to team members.
• Take ownership on unresolved cases, collect information, and transfer to Level 3.
• Handle Desktop / Laptop / Mobile Devices (Smartphone, Tablet) / Remote Access incidents and requests.
• Handle Market Data / Network / Presentation / Video Conference / Voice related incidents and requests.
• Handle new joiner setup / relocation and new joiner user briefing.
• Log all hardware changes on asset management system.
• Handle new system or application implementations including BCP.
• Take lead, or participate on technical, and project meetings.
• Perform preventative maintenance tasks and cleanup tasks.

Requirements:

• Minimum 7 years with hands-on experience in a helpdesk or desktop support position.
• Diploma holder or above of Computer Science/Information Systems or related disciplines
• Excellent command of both written and spoken English.
• Excellent communication skills and customer-oriented.
• Excellent troubleshooting skills and able to follow process and procedure.
• Investment banking experience will be advantageous but not mandatory.
• Support Knowledge on Active Directory, MS Windows OS, MS Office, MS Outlook, MS Lync, Network Protocols, Share Point, and mobile device with GOOD.
• IT Project coordination experience will be required